Category Archives: Listening
People Better than Algorithms, Except When We’re Faking It
An item from this morning’s Wall Street Journal, which makes for an interesting read when contrasted with an article published by the Boston Globe last week. Today, Facebook Vice President of Product Chris Cox speaks in an interview about Facebook’s … Continue reading
Filed under Listening, Social Media
Customer Service in the Trenches
Sue Shellenbarger’s column in yesterday’s Wall Street Journal offers some interesting data on the challenges facing our brave men and women at customer service centers across America. According to a 20007 survey of more than 1,000 consumers conducted by Customer … Continue reading
Filed under Listening
Who’s Watching Your Children?
Two stories on the issue of online privacy (or the lack thereof) from the Wall Street Journal of note. One today, the other from Friday. If you’re a parent, I urge you to check out the latter. It’s probably no … Continue reading
Filed under Listening, Social Media
“Humanize” Crisis Responses When Using Social Media
I stumbled across this post from Aliza Sherman of Gigoam today while doing some homework for a client. While the post itself is pretty much Crisis Communications 101, what stands out to me is the difference between the traditional crisis … Continue reading
Filed under Issues Management, Listening, Social Media
Two Views on Twitter as a Customer Service Tool
Stories on back-to-back days about social media as a customer service tool. Shonali Burke of BNET today profiles three cases where Twitter and Facebook were used to either respond to an angry customer or to “personalize” a brand and enhance … Continue reading
Filed under Listening, Social Media
I’ve Got a Hunch
Interesting post from Rohit Barghava today on the Influential Marketing Blog on the never-ending quest to use algorithms to figure out what people really like. Reminds me of a story from a while back about computers choosing picking potential hit … Continue reading
Filed under Creativity, Listening, Social Media
Computers Can’t Read People But They CAN Make People Read
Fantastic article from Bloomberg BusinessWeek on the never-ending quest to get computers to predict human behavior. Turns out, people can invent computers who can best Grand Champion Garry Kasparov in a chess match, but they haven’t found a way to … Continue reading
Filed under Listening, Social Media
People May Not Always Listen, But the Machines Always Do
Two stories wafted over my transom this morning on what it means to listen. One a blog post from Matt at the Council on PR Firms, and one from the front page of the Wall Street Journal. I’ve talked a … Continue reading
Filed under Listening
The Beginning of the End for Facebook?
I found this post from Dan Yoder particularly interesting. Yoder, a VP of Engineering at Border Stylo, writing on Business Insider (and posted on Google news), takes Facebook to task for a number of personal privacy sins and questionable behavior … Continue reading
Filed under Issues Management, Listening, Social Media
Meanwhile Back at the Ranch is written by Bill Patterson, president of Kansas City, Mo.-based Nation Ranch, a strategic consulting firm specializing in brand management, public relations and crisis communications.
